QA Insights Specialist – Principal Coordinator

QA Insights Specialist – Principal Coordinator

Location: Nottingham Trent House, Nottingham, United Kingdom

Client / Employer: Capital One UK

Posted: 21 May 2026

About this role

Join a vibrant, fast‑paced team to provide quality assurance, actionable insights and reporting to the business. You will monitor agent interactions, provide actionable insights and influence change to improve customer outcomes.

What you’ll do

• Monitoring – Evaluate performance and process execution across multiple communication channels and business lines, focusing on complex, mid‑to‑high risk workstreams. Provide assurance and actionable insights by identifying:
  • Great customer outcomes, process adherence/execution
  • Non‑process adherence/execution
  • Training and knowledge gaps
  • Error trends and root causes
  • System failures
• Validation – Re‑perform QA monitoring across operational lines, ensuring consistent outcomes aligned to QA standards and methodology, provide feedback and coaching.
• Calibration – Support the calibration cycle to align on business intent and expectations, preparing, documenting post‑session outcomes, scoring rationales, and maintaining records.
• Reporting & Insights – Provide actionable insights for stakeholders, recommending improvements and connecting across business lines by:
  • Analyzing results, insights, and data from multiple viewpoints
  • Partnering with stakeholders to refine insights
  • Root‑cause analysis to identify patterns, blockers, emerging trends and the “why” beyond the “what”
  • Performing post‑insight impact reviews
  • Maintaining record of business impact and continuous improvement
  • Supporting quick‑win and value‑add initiatives
• Appeals – Support QA Leadership in managing appeal overflows and competency appeals.

What we’re looking for

• Ability to build strong relationships with peers and senior stakeholders across teams.
• Quick learning and detailed knowledge of agent‑level processes.
• Effective prioritisation of daily workload.
• Excellent organisational skills, attention to detail, and adaptability through change.
• Data review and analysis skills to provide business insights and balanced recommendations.
• Strong communication skills – clear written and verbal presentation of findings.
• Good judgment and decision‑making with strong reasoning skills.
• Passion for improving customer outcomes and QA excellence.
• Positive mindset and contribution to Capital One culture.
• Preferred: Experience or expertise in QA processes, scorecards, Scorebuddy.

Where and how you’ll work

Permanent position based in Nottingham offices with a hybrid working model – flexible to work from office and home. Typically encouraged to use the office on Tuesdays, Wednesdays and Thursdays.

What’s in it for you

• Rewarded role contributing to organisational transformation.
• Career progression for high performers with training programmes.
• Core benefits: pension scheme, bonus, generous holiday entitlement, private medical insurance.
• Flexible benefits: season‑ticket loans, cycle‑to‑work scheme, enhanced parental leave.
• Open‑plan workspaces and facilities; Nottingham head‑office with gym, subsidised restaurant, mindfulness and music rooms; London office with rooftop running track and coffee café.

Diversity and Equality

Capital One is committed to diversity in the workplace.

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